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Senior Customer Success Manager
NetBox Labs. Own NRR and CLV for a portfolio of mid-market and enterprise customers .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in driving customer retention and expansion through strategic customer success plans, effective stakeholder management, and cross-functional collaboration. Proven ability to translate technical capabilities into business value while mentoring junior team members.
Highest-signal resume keywords
Customer Success ManagementRetention StrategiesStakeholder ManagementSaaS Business AcumenCross-Functional Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success PlansChurn Risk MitigationData-Driven Decision MakingTechnical Customer ManagementRenewal Management
Soft Skills
Strong CommunicationNegotiation SkillsStrategic MindsetMentoring Ability
Tools & Technologies
Customer Success PlaybooksMetrics and Operating Models
Industry Keywords
Mid-Market CustomersEnterprise CustomersSaaSSubscription BusinessInfrastructureNetworkingDevOpsAutomation
About the role
Key responsibilities & impact- Own NRR and CLV for a portfolio of mid-market and enterprise customers
- Develop and execute customer success plans aligned to customer goals and outcomes
- Drive onboarding, adoption, and ongoing value realization across the customer lifecycle
- Build executive-level relationships and engage regularly with senior customer stakeholders
- Partner with renewals teams and sales to drive renewal and expansion conversations
- Identify and mitigate churn risk through proactive engagement and clear action plans
- Use customer data and health signals to prioritize efforts and guide decision-making
- Advocate for customer needs internally, influencing Product and Engineering priorities
- Coordinate across Onboarding, Support, and Sales to deliver a cohesive customer experience
- Contribute to Customer Success playbooks, metrics, and operating models
- Mentor and support more junior Customer Success Managers as needed
Requirements
What you’ll need- 5+ years of experience in Customer Success, Account Management, or a related role
- Proven track record of driving retention, expansion, and long-term customer value in a SaaS or subscription business
- Experience managing complex, technical customers and enterprise stakeholders
- Strong ability to translate technical capabilities into business value
- Comfort owning commercial outcomes, including renewals and expansions
- Strategic mindset with the ability to execute tactically
- Strong communication, negotiation, and stakeholder management skills
- Experience working cross-functionally in a growing organization
- Background in infrastructure, networking, DevOps, or automation (nice to have)
- Experience in a high-growth or scaling SaaS company (nice to have)
- Experience with open-source software or developer-focused platforms (nice to have)
- Prior experience mentoring or leading other CSMs (nice to have)
Benefits
Comp & perks- Equity
- Bonus
- Remote work arrangement